Job Description

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BILINGUAL CUSTOMER CARE REPRESENTATIVE - REMOTE (English, French and/or Spanish)

We are recruiting for a start date of August 3, 2026!

*Minimum of 6 months customer service experience required.

Please note that candidates selected to move forward in the hiring process will be required to complete a video screening.

Do you have a passion for helping people and striving to provide them excellent customer service while making a difference in their lives? If so, Vision Group is for you! A career at Vision Group means being part of one of the best managed companies in Canada, constantly at the cutting edge of medical technology. Vision Group is always finding new ways to create a work environment that helps its teams grow and thrive professionally and who has the well-being of its employees at heart.

Our Patient Care Center agents are the first point of contact for prospective and existing patients. They play a key role in guiding patients through their vision correction journey by responding to inbound inquiries, identifying patient needs, and helping patients take the next step toward treatment. Daily responsibilities include scheduling and optimizing consultations, managing patient records, responding to chats and, and following up on web requests. Through personalized communication and proactive follow-up, they help patients understand their options and ensure they receive the information needed to confidently move forward with their care. We assist patients before, during and after their vision correction.

Join our team, where our Great Place to Work® certification represents our commitment to creating a supportive and inclusive culture for every member of our organization.

A look at your benefits

• You start with a base wage of $20.00/hr and a monthly bonus of up to 20% of your salary (10% guaranteed for the first 3 months).
• You have a permanent full-time position, and the option of working 4 days a week (variable day off according to business needs).
• Your training is paid, and you get to work from home (1 day per month in the office).
• You get 3 weeks of paid vacation, 4 personal days for unforeseen events, and 1 additional day during the Holiday season.
• You benefit from group insurance, including Telemedicine and an Employee Assistance Program, and an RRSP matching program.
• You can get a free LASIK surgery plus a friends and family discount.
• You will be able to benefit from recognition programs, awards, birthday celebrations, and contests!

Your tasks at a glance

• You manage inbound and outbound communication in a fast-paced environment.
• You use a consultative approach to educate patients, address questions, and encourage timely scheduling of consultations and procedures when appropriate.
• You build trust and strengthen patient commitment by providing personalized guidance throughout the decision-making process.
• You provide clear, personalized guidance on procedures and next steps.
• You book, modify, and confirm appointments while helping maintain optimal clinic schedules.
• You help patients feel confident and prepared for their visit.
• You maintain accurate documentation by creating and updating patient profiles, entering detailed notes, and applying appropriate dispositions/codes in CRM and scheduling tools.
• You meet key performance indicators related to appointment bookings, patient engagement, follow-up completion, and quality standards.
• You collaborate with team leads and coaching partners to continuously improve performance.
• You deliver a positive patient experience and ensure patients feel informed, prepared, and supported throughout their experience.

A clear view of your assets

• You hold a High School Diploma and have at least 6 months of experience in customer engagement & performance-based roles.
• You can work autonomously and can perform multiple tasks simultaneously.
• You have customer service experience, call center and/or LIVE E-chat experience.
• You are perfectly bilingual, spoken and written (French and English, Spanish is an asset). Bilingualism (French and English) due to the need to communicate with unilingual English-speaking patients.
• You are comfortable working with multiple computer softwares and internet browsers.
• You are available to work a flexible schedule Monday to Friday from 8:00 am to 8:00 pm EST.
• You are available for a remote training of 5 consecutive weeks, from Monday to Friday (9 am to 3 pm EST) starting on August 3rd, 2026.

From our point of view

If you think you are the right candidate for this position and are ready to join a passionate and dedicated team, apply now.